Application Support Analyst

This position is accountable for producing the following results:

The Application Support Analyst is responsible for ensuring the stability, availability, reliability, and optimal performance of the First Rate application ecosystem—including Portfolio Suite, ComplianceEdge, and integrated components. This role provides daily client and internal support, troubleshoots technical issues, partners with product and vendor teams, and maintains high-quality client communication. The ideal candidate brings a strong analytical mindset, exceptional communication skills, and prior experience supporting production financial technology environments.

TACTICAL WORK

1. Monitor and maintain production application environments (Portfolio Suite, ComplianceEdge, and related components) to ensure system stability and performance.
2. Provide day-to-day support for WMP & ComplianceEdge users, including issues related to entitlements, trading & rebalancing, reporting, configuration changes, audit requests, compliance review management, and data extracts.
3. Review, classify, and triage all non-performance related support tickets, ensuring accurate categorization, timely communication, and proper escalation.
4. Investigate and resolve application incidents (bugs) reported by clients; coordinate with Managed Hosting, Product, and vendor teams (e.g., InvestEdge) to meet SLA expectations.
5. Create and manage internal support tickets to facilitate technical review, vendor collaboration, and timely resolution of production issues.
6. Validate data integrity for daily extracts, PM data loads, and web service processes; identify and correct missing or inconsistent data.
7. Analyze recurring issues and recommend long-term corrective actions or process improvements.
8. Document and track support issues using Service Desk, ensuring accurate work notes, resolution detail, and client communication history.
9. Support Product team during release cycles, conducting post-deployment validations and verifying application stability.
10. Participate in Disaster Recovery (DR) testing, providing user access checks, client coordination, and environment verification.

STANDARDS: list quantity, quality and behavior standards for which this position is accountable. example: all phone calls will be answered by a person in a professional manner and returned within 4 hours.

Position specific standards:

• Serve as a primary point of contact for client operational teams regarding application incidents, outages, performance concerns, or data discrepancies.
• Provide status updates every 30 minutes regarding data load or SLA-impacting issues until fully resolved.
• Deliver ad hoc user training and onboarding for clients and internal team members on navigation, entitlements, compliance roles, and standard operating procedures.
• Communicate planned maintenance, DR schedules, and release timelines, coordinating client testing and confirmations.
• Collaborate with vendor support teams (InvestEdge, Fix Flyer, Evare, etc.) to escalate and track issues through closure.
• Assist with client onboarding tasks, including configuration of user roles, entitlement management, and group permissions.

REQUIREMENTS (ex: expert level knowledge of adobe, excellent negotiating skills, 5 years’ supervisory experience, etc.)

Skills:

1. Excellent verbal and written communication skills—capable of explaining complex technical issues to non-technical users.
2. Strong client service orientation with the ability to maintain professionalism under pressure.
3. Analytical mindset with strong problem-solving skills and attention to detail.
4. Ability to manage multiple priorities in a fast-paced production environment.
5. Calm, organized approach to troubleshooting and incident response.
6. High sense of ownership, accountability, and follow-through.
7. Strong teamwork skills—collaborates effectively with Product, Hosting, Engineering, and Client Services.
8. Ability to remain composed during outages or SLA-critical issues.
9. Proactive mindset—identifies recurring issues, trends, and root causes.

Qualifications:

1. Bachelor’s degree in information systems, Computer Science, Business Information Tgechnology, Finance or related field.
2. 1-3 years of professional experience in Application Support, Technical Support, or Production Support roles.
3. Experience supporting financial services, wealth management, or fintech platforms strongly preferred.
4. Hands-on experience troubleshooting SaaS, web applications, API integrations, data feeds, or ETL processes.
5. Demonstrated success managing support queues, handling multi-client environments, and meeting SLA-driven response/resolution times.
6. Experience collaborating with vendor support teams, engineering, managed hosting, and product management.